Many employees in today’s society have to deal with confrontational situations in the workplace. Employees may become victims of verbal abuse, harassment, or even threats. As a direct consequence, the employer may well experience the negative effects of such actions, which can directly effect the organisation; absenteeism, stress related illnesses, expense of temporary staff, low moral, reduced productivity output, and the additional workforce costs which may be incurred through litigation and compensation.
This half-day training course raises understanding of particular challenges caused for customers and staff when communicating by phone. Attendees learn key to maintain their composure and various skills to de-escalate the behaviour of angry callers. Attendees learn various coping strategies during and after an aggressive phone call.
This course aims to provide participants with a host of skills and strategies to deal effectively with telephone confrontation. The combination of theory and practical participation provides delegates with the opportunity to discuss and explore such issues in a safe learning environment.
▸ Recognise patterns of conflict unique to communicating by telephone
▸ Identify the various stages of conflict escalation
▸ Maintain composure during difficult phone calls
▸ Use specific skills to structure and control calls
▸ Use coping strategies to manage the impact of conflict and aggression
▸ Know when to report incidents and how to record effectively
Training is delivered in a relaxed, informal and flexible manner, with emphasis on the opportunity for questions and discussion. The learning process is very interactive and involves a variety of exercises designed to educate and motivate participants.